 Hey everybody Tom Stewart here. I'm with Liz Trotter. This is smart business moves We have a guest coming it's gonna be a surprise they're having some technical difficulties at the moment Never had that happen before Oh my gosh, so they're still coming so that Makes it already better than some of the difficulties that difficulties that we've had in the past Actually, I think everybody has a situation where somebody just didn't show up at all Maybe you want I have a vague memory, but usually they don't show up for a while We prompt them and then they show up late. Yeah, we've we've actually guilted a person A time or two. I remember doing that with Trisha I Don't want to rat anybody out, but oh, you know me. I'll rat everybody out. Hey, didn't eat Okay, I see Sharon's trying to get on everything. I was supposed to say her name, huh? Oh, I guess everybody knows because it's been advertised forever Yeah, no, I'm thinking here Oh, I just noticed. Hey Sarah, I don't know if you're on here Sarah Mitchell you see in the background there I have Got my Lavender mint bliss in the background there not trying to advertise on purpose, but man, I do love that stuff That's a taste like I have no idea Tom. I'm not tasting it Hello Sharon. Oh, she can't hear us yet. Oh She'll hear us No Oh, you know That's a hard no, that's right Don Lavender mint bliss Yeah, see everybody's excited to see Sharon No, I'm gonna try some of that out when we're in Phoenix and in January Yeah, you'll we'll have to get some from her. I'm actually out. It doesn't last forever Tell us when you can hear us Sharon. Have we announced that? I Didn't hear you but can you hear me? We can We can hear you now. Yes Yeah, we can hear you So I have to run I'm not the wrong way. Oh, okay. Okay, so and I'm having internet problem. So I hope it stays up Okay, we do too Okay Crazy Pretty much the same. Yeah. Oh never dull moment Yes, I agree. I agree Yeah, I wouldn't I pretty new internet companies or no I got my internet company back out after five years. I pay a hundred and ten dollars a month just for internet That's no TV nothing else And so I'm not paying 200 because that way they said it would double my speed and instead I'm on my 18 T cell phone because I can't get on it at all and they just left Well in the country you have to use a dish. Yeah, so yeah, that makes sense. Yeah So So real quick Tom when you were gone for a couple weeks I started doing something new and I'd like to continue it because I really liked it. I thought it was fun And you've been gone for a couple of weeks and I didn't change a thing, but One of us is a mover and a shaker Tom. I don't know what to tell Now there's just kind of a stick in the mud right same old same old All right, so here here is the thing that I started doing that I really like Sharon tell us something cool about you something different something new maybe outside of the industry Something that people don't know about you I'm actually a very much of an introvert and I like the country and what I'm doing now is Okay, here's something y'all don't know. Yeah, good. I think I have a new career in mind Ten years, but I'm actually think I'm gonna do it this time if I say that I have to do it, right? Yeah Do tell what? Silver builders About that you've been talking about that for a while. I need to circle back to it. I read it. What is that? it's a Spa a high-end spa a gym, but spa touch him no Jim for women and men over the age of 60 who want to not only be able to walk but want to be hot Okay, I don't remember the want to be hot. So you keep so you keep the temperature up in temperature go up Different kind of hot Tom this sounds scary. I I don't know why we automatically think when we're age 60 We're gonna be glad if we're on a walk not on the walker when we're 80 and we need to change that mindset to why don't we all look like What's her name like one that everybody who from Vietnam Jane Fonda? Why don't we all look like her? And I think it's because mentally we think that can't happen At least part of it has to be that we can't afford that much plastic surgery to At least part I'm not you know, I have my wrinkles. I own them. I'm never spending any money on my face God given but the rest of me you don't have to spend money on Besides that it just keeps you so healthy But I think it would be more fun rather than this just I'm going to a gym at age 70 So I'm not on the walker and says hey look at me in these leather pants, you know You don't think it'll work out Tom So is there like a dress code? I mean, how does this work? Okay, so the thing I Was not not necessarily the hot thing. I didn't I don't remember that piece of it But the piece that I really liked and I remembered well was having it for older people You know, it's it's hard to go into a gym where you have all these young people doing all of these really Like they're so strong and they can do all of this stuff It just makes you feel less about yourself instead of more But if you're in a group with you know 60 to 90 year olds, I think it's like, okay I can do this stuff. It's hard to to Feel to go into a spot with 20 and 30 year olds. It's like it's tough or like Tom It's a comfort level because people who are 60 or 70 who did never exercise and need to now So part of it is comfort level but part of it is hey, it's more than just walking You know, don't think of yourself as end of the road and now you have to wear all Baggy clothes and you can't go to the beach anymore. That's ridiculous, you know, or you know, you shouldn't So you're going there to work out. Are you going there to get a date? I mean, is this like using a nap and swiping left swiping? I'm seriously considering having the women on one side and the men on the other side and then having a pub coffee shop in the middle Okay, so you should understand this you've been working out to get hot for the last year You you said right that was your you're hot. That was my that was my objective I'm pretty sure that was exactly what you said I want to get hot and so I'm gonna start working out all the time Feel better about that was your goal instead of I got some extra word on me and I want to take it off I mean that's I heard that's exactly what you said and you should have said I want to be hot again so I set the bar too low. I guess wait, where did you get that again from? Sorry Tom had to go there I had no option That's awesome You're really serious about doing it or you're still talking for another year No, I actually gave it up because I got arthritis like about eight years ago And it was so bad that when I got off the plane in june in wisconsin I could barely walk And I went to an acupuncturist three times a week. First of all, I went to a doctor. He told me I had chingles And I'm like the bull So I went to an acupuncturist and I for a month three times a week and by god, she fixed it So I had her give me a trainer that I knew could work with me And she got me like a phd trainer and I've been with her for the last two months And I'm feeling so much better I'm almost there that I decided to pick this up again So I asked my trainer yesterday in an email whether or not she thought I could look like I don't know if you've ever seen the 80 year old trainer I mean any year old lady that started working out at 70. Oh my god. She's so hot this black lady is Unbelievably hot. Oh my god. And like any or 85 you should see her. She does competitions and swimsuits All right. I'm totally googling her right now, but we have a really important question here up on the screen Denet wants to know if this is the topic for the day You're the one that I know This is your new thing Now I started it. I said I wanted to find out something Interesting and different and new about our guests and this is where we went But no, this isn't what we're only going to talk about. We are going to talk about training cleaning training because we all know Sharon has got that just nailed down there. She's going to give us a lot of I'm guessing you're going to give everybody some tips and some hints and some tricks Sharon on top of the basics. Yeah Well, actually your person asked me what I wanted my topic to be so I said I thought it should be the importance of the impact of training on nutrition when it comes to internal and external clients Okay, awesome. Because I'm not so sure the real question here with owners is how to how to do it Although that truly is another question, but one is to just get them to do it Awesome before we get too deep into that Sharon. Are you going to be going to The ISSA convention this year? Oh, yeah Okay, you wouldn't miss it. I I knew the answer before I asked but just no actually because they licensed my training program I really need to go Okay, we're going to be hearing about that here shortly and This event is actually What a week and a half away now Oh my gosh. Yeah You got your presentation put together yet? Liz? Of course Of course, of course It's not finalized. I got to edit it to be honest, but okay. I'm pulling up your lady here I found your lady. Isn't she? She is something I dropped a link to convention in chat if you've never been to this You really need to experience it I don't think I've known anybody who's gone to this show for the first time and just wasn't blown away by it um If you've experienced before I don't need to say anything, you know what the deal is and you need to sign up You're going to have some Good information there get to meet a lot of vendors see the latest in technology and there's things happening with robotics and software and It's just crazy just crazy. But really the presentations and the educational and plus the networking Everybody always talks about the networking, right? That's the main thing that people say that they love is they love the networking And yeah, I'm not going to argue that the networking is great, but there's so much more than just the networking right there I don't know we we talked the last time that I was on I can't remember what it on Yeah, it was a long time ago a week ago um, the main thing that I was talking about that I really like is It's so easy to get stuck just doing the same old thing over and over and over again even if you are trying to do new stuff, etc but Going to the convention you get fresh like fresh perspective Not not even a fresh idea. It's just a new perspective like oh Yeah, I have to keep doing things exactly the same way so many new products and um Just new ways of doing all of the same old stuff. So yeah, I love that It's my favorite And Sharon you're going to be at convention You're going to be I guess talking to people about your your training program that is being licensed I'm going to do two 30 minute sessions at different times in the issa booth about the training program and how to implement the training program because actually A training program is only as good as you implement it and there's a process for implementing it You know, there's a process as a matter of fact I'm realizing now I did a video because people were like, okay now. I have what do I do with it? I'm like, okay. I guess I need to do a video on how to do the how to use the videos and that's become a real thing um Yeah, it's become a really big thing So I I'm doing some individual training with with company. Well, you know, I've done that On the 58 offices and taught people how to do this And I'm going to do it on Sunday with uh, a franchise I'm doing it with some of their people and teaching them how to use it because that's If you do this right you could have your people in love with their aprons instead of Going seriously you want me to wear that? And I'll tell you what you can't get them back After the first day of training if you do it right awesome That's it's hard to believe that people don't want to wear an apron because it makes the job easier and you can make more money and less time and But I've seen it. I've seen it. Oh my god It can be a deal breaker. It can be a deal breaker with some of your cleaners You made me wear that and I'm walking out the door You would ever think that an apron could be a deal breaker when it makes them so much better and so much faster What are they thinking which makes me say that as the trainer as the employer who's teaching them how to do this You don't know how to do it I mean you're you're giving them an apron and saying here go use this So in the summer when it's really hot because They want to take off more and more and more stuff. So I kind of get that but other than that Now that they're a half apron I mean the apron isn't all that warm if if it's light fabric. I mean like You know, I made these I'm out of that stupid business It's like Light light light fabric, but it's waterproof and I mean I just don't know how anybody can clean Especially because so many y'all are paying on pay for performance now And I don't know how anybody can make money on pay for performance without using an apron They'll definitely make more money. So I guess for the benefit of denit before she has to hit us up and tell us to get moving again the topic for today is cleaning training its impact on internal and external attrition Curious, I'm not sure I understand what internal external attrition is could you explain that for Sharon Well, you have two sets of customers when you run the company one is your employee your internal customer And one is your client your external customer Got you you do the right training you're going to impact both of those customers Your turnover on both sides will be reduced Diminish a lot I'll see that why dig into that for us Sharon go ahead proselytize a little bit right now the um, and I don't have exact statistics anymore, but the the Recession is now all the talk, you know, and it's like I you guys were so you're so funny to listen to and you know Longer it's such a big part of it. So you're disengaged It's like last year. Oh my god. We can't get employees and what are we gonna do? We cannot find enough employees and we can turn 70 dollars an hour for our clients and they don't care Yeah, yeah, yeah today is like Uh-oh now I have enough employees and they have it how many times have we been through this cycle? And I don't have enough customers So I guarantee you if training wasn't subject in the last three years It won't be the next three years It's all going to be back to marketing because everybody thinks that's their problem. They're not selling enough No, I'm also hearing. Oh, yeah last week. I sold three and lost three And what I'm really hearing is last week. I sold five and lost 10 And that's scary with the bigger companies and I'm hearing that because people in the recession are more and more concerned About the value that they're spending on every dollar. It is that they don't have that dollar They suddenly take a better look at what they're spending it at And a lot of people are canceling their cleaning services are still going out to eat They haven't lost their jobs They just suddenly see the cobwebs in the corner that they didn't see two years ago when everybody didn't say Hey, take a look at where you're spending your money. But during recessions, let's take a double look at it And now they see the cobwebs So you've got to have cleaning absolutely Perfect if you want to keep getting your revenue from your repeat clients during recession times And that boils back to training If you don't have a process and people bounce and I see it all the time I mean they get in there and they go to the very first big thing they see in the bathroom And that's where they start cleaning never mind the cute little picture that was hanging right before they got to the sink Or the dirty door they opened up before they even got in the bathroom They go right to the big sink because they don't have a process So and then they waste time because they don't know what they're doing and then they get frustrated Because you yell at them because they made mistakes and you never trained them in the first place So they go, I've had it with this And you know, I don't care how hard I don't care if we're at 10% unemployment You can always find the job at a cleaning company I'm sorry, but that's true So, I mean, we went through this really bad risk to this bad employment playing time. We were pretty used to dealing with it really Okay, so we've been On this for about 25 minutes. I guess is there anything you want to argue with at this point? Liz? I know I'm I'm over here thinking what is wrong with Sharon? Why is she just saying all of this really like easy rational stuff? Come on Sharon Throw me some curveballs here. Give us some red meat. Yeah Well, we should talk about what they should clean Liz now. We can get into it. Okay. Well, that's better. Yeah What about you tell me you don't have anything I'm good with it all I'm I'm pro, you know, I'm pro training for sure and You know, you don't have to I mean be on a shadow of a doubt if you've got a really good training program And you teach this to Liz that that's why I'm a whole matter meaning measure thing and people will You know love their job and love where they work and less likely to be looking for another job Um And your customers are going to be getting better service too, you know, so it's a it's a it's a it's a win-win It's it's the it's a win-win-win, right all three stakeholders You know, your customers are better off your your clean professionals are better off and your company is going to be better off for it Yeah, there's just no downside to training none Um, I don't know. I guess Sharon you did say a little downside is if you're not doing it well You're not doing it correctly. That could be a downside because you could have to then Well, even that won't be a downside Okay, but even that wouldn't be a downside at least you're doing something something so I remember I can argue with that training. I can argue. I got an argument. I got an argument All right, I got an argument. All right. That's that's my argument Um, I think that it is a downside if you don't do it. Well, you don't set expectations well If people are confused about what they're being trained on and what they're supposed to do I think that works against you especially with your internal Attrition because people don't like to be frustrated. They don't like to feel like they're doing things wrong They don't want to be in trouble because so if you're training them But you're inconsistent in your training or you're like got this method Then you have this method and then you're over here or you have you know Four different trainers training in four different ways I I think that I think that causes problems with your people for sure. I think you're better off I'm not training at all. No, I know you saw me shut up Right. Ah I think I think even bad training is better than no training. Yes See, yes, she goes agreeing with me again But I'm not saying it's good. I'm saying it's a downside. It's not as bad as no training Yeah, if you if you're not training at all do the best you can do but aspire to be better invest in Better training. Yeah Now this I'll give you this one If you have a big company and you have four different trainers and you don't have a processor following They are all training their own way or maybe you have them, but they don't have it fine It's not fine enough Finite enough that they're all following it consistently Then I'll give it to you. I think if you put that new employee the four different trainers And they're all yelling at them for something somebody already told them how to do Yeah, I could just do that employee and maybe you'd be better off training at all Because that that could be a nightmare And and you know as well as I have sure in every single business I've ever been to So I know it's the truth with you too When you go there they say how frustrating it is because one person tells me one thing and another person tells me something else That's so frustrating for people that are in training So that's one thing There's a downside there I'm just I I do have to think that Some things or they tell me I know that's what they tell you an orientation, but we really don't do it that way That's a good one And you know what then you should dig in as owners as to why don't they do it that way I mean one thing I'm going to say that I don't think clean services have done very well And I didn't either it's a time element is figure out what the best way to clean the house is I mean if you know what the best way is why wouldn't everybody be doing it the same way I mean somebody teaches you how to swing a golf ball that works You're going to keep swinging that golf ball that way So somebody teaches you how to clean a house and you never get yelled at because you don't miss anything And you got the best performance you can have so you're getting bonuses You're going to keep doing it that way But I think the problem is y'all haven't figured out the best way to clean a house So that somebody else comes in and tweets it and does one thing different And they're a little bit faster. So they're all like, hey, I want to do it the way Gladys does it And there goes your system. So you got to make sure you really do have the best and fastest system And I think I have it Yeah Okay. So I think that like swinging the golf club Here's a little argument there. Oh, look how cute Sharon froze with her big smile on I never freeze cute ever ever ever I think that the reason why it's a lot different is You can't clean all sinks the same way, right? You have to clean stainless steel differently than you clean porcelain You have to clean a black sink different than you clean a white sink You you know, there's there's like with a that's a product product That's that's product No, no proceeds not entirely process Okay, that's a good argument not entirely matters though, you know, how do you clean a countertop? Well, is it linoleum or is it is it granite or granite? Yeah, you gotta clean different different product and How you clean is different as well So like in a sink, you can't train people to use a pumice stone on every sink No, that's a tool That's product. That's a tool A pumice stone is products The pumice stone is product is a vacuum cleaner But a pumice stone is product is a vacuum cleaner a product or a tool A tool a tool, okay So I saw the product I think tools and products are the same thing. Take your mind check I don't care which one you want to call it. Just make up your mind Now we're going okay I'm not gonna serve what to that. What is the difference between the tool and the product? They're all tools. Maybe we should call them all tools because a pumice stick is a tool donself is a tool Maybe they should all be tools Okay, there's I think the tools are the things that Have a a long lifespan a product is like a consumable something's at a spray bottle And arguably a pumice stone is a consumable because every time you use it it gets a little bit smaller and you have to So are you saying to me it's like sales taxes if you take it with you you don't pay sales taxes But if you leave it there you pay sales taxes You guys have to pay sales taxes. That's the rule for sales. Oh, that's the rule in Texas for sales taxes If you leave it there like dawn soap or pledge You have to pay sales taxes But if you take it with you like a cleaning cloth or a pumice stick, then you don't have to pay sales taxes Oh, okay So you don't want to forget at least your vacuum cleaner there because then you have to charge them Tax on it. Yeah, that's absolutely right. So you want to take it from home to home. Exactly. Exactly. Wow Interesting just a little rabbit trailer But yeah, so I don't know. I mean I but it doesn't matter if you call the tool or a product. I'm still going to say If it's a tool or a product It's what you use on that particular area and I don't call that training I call that a decision that you get you tell them what to do And it's here. I mean you got to train and what to use. I get that you train and what to do What to use there's it goes back to my difference between the process and the procedure. Okay And I think every cleaner does should clean exactly the same way Regardless of what what I think I think we lost my point though because my point was that The training is harder and different because The surfaces are It's not if you're golfing you kind of got two options grass or sand Or I guess a fake golfing like with that Astro turf or something right and you kind of do it the same way every single time But in a house You are going to do hundreds of things differently than you did at the last house And I think that makes it a little bit harder so You know with golf though Different clubs you have a different motion and Where the ball is lying. Is it in short grass? Is it in taller grass? Why you have to have ongoing training and why you don't just you're not just perfect at it the first time you go golfing You can't just learn how to golf and now you you do a what is it par? Yeah, you're not perfect if you've done a thousand times. Right. So and that's how I But you learn it and then practice makes perfect you can go you learn it and practice makes perfect Yes, cleaning is the same way That's why I only teach bathrooms to a new person for a day until they have them And I don't try and teach them anything else because they got to learn one thing And then they got to practice it and then you teach them something else and they practice that So and then of course after they have the three major areas done now you got to get it Well, if it's a deep clean here's how you wet wipe face boards instead of dusting them So it's always ongoing training, but there are some basics like in golf or hey Here's how you swing a club go out and just swing a hundred balls and when you're done come on back To me this is bathrooms and here's bathrooms and when you've done a hundred bathrooms come on back And I will guarantee you they will probably do those bathrooms exactly the same way But it won't matter whether or not it's grant they'll use different tools and different products But they'll clean it exactly the same way. They'll just use a different tool or a different product if it's granted versus steel I actually think so Pardon me bathrooms in kitchens. I think are a little bit easier not a little a lot easier because they all have You know 80 percent of what's in a bathroom is the same. They all have toilets. They all have tubs. They all have showers They all have counters cupboards mirrors lights cobwebs trash, you know, they all have the same basic stuff But you get into like a a living room or a family room That's not necessarily this the case that percentage goes way down. Things are so different. So it's I don't know but it doesn't matter how different that's the whole thing about a good training program And that's why people got confused when I did this the first time around because I did it used a really big bathroom People all confused. Well, I'm still using that actually because I said if you can do it in a little bathroom I mean you can put it in any way Okay, you can set it in the environment living in the same way I don't care what that person has I'm going to long does and I'm going to start with the door and I'm going to clean the door And I'm going to clean whatever comes next and whatever comes next and whatever comes next and whatever I need to clean It's in my pocket. I don't care if they have a million dollar picture. If there's no Glass, I'm not going to touch it Or if they have a two dollar or whatever or if they have a bunch of stuff or a little stuff Because you do it as you come to it as long as you have a process It doesn't overwhelm you if you take it one thing at a time and you know and you have a process Hug the wall and don't pass it clean You know, yeah I was just saying that I think it's a lot harder Because you're I agree with you that they do have to get in there learn that learn the process and then they practice it but Not everything is muscle memory and a lot of it is muscle memory But not all of it is muscle memory and that's where we kind of run into a little bit trouble I think and you know, there's decisions that need to be made and and problems that need to be solved too because You know the surface Matters what types of surfaces you're cleaning and it does matter how dirty is it and what is it dirty with what type of soil and how heavy is it and How many people and pets and all of that, you know, kind of factor into it and you kind of roll all that together You know, that's one of the things that makes residential cleaning so much more challenging in my opinion than Doing like commercial work or hospitality because it's kind of like just the same thing over and over again But residential you can run into a much broader scope of Of scenarios and and challenges decision points. There are a lot more decision points in residential cleaning And so maybe you give the cleaners too many decision points I mean, I don't think there are that many decision points I mean about Pardon me. Yeah, talk to us about that. I like to hear about I think Tom. I do think that There's on both of you said there's ongoing training. You can't train them everything the first day And dirt levels are different And I believe sometimes the hugest mistake a new new cleaning company a company can make with the new cleaners bringing him into a non-repeat home Because now you are dealing with the different dirt levels And a make ready. Oh my god. We're in the first time in some of us Don't know what the heck to clean up with this whole new situation Teach a new person in a repeat home only Do not bring them into a one time Now I know this can be argued to the nth degree because someone isn't going to say I'm taking them into something really dirty because I want to see if they're going to last Right And I'm going to say hey when I'm trying to be meet a new guy and go on a date I am not going to wear my worst outfit and we are We are still recruiting this employee on their first day of work. You want to be hot. This is the right Exactly. So they're just they're deciding whether or not this is the right job for them It's just like dating. Why would you give them your worst outfit? Because you know what not every house is the worst outfit And but one times are don't bring them into that situation Besides that when they get into trying to clean all of this detail, they lose the process There is like there's nine steps to cleaning a bathroom If they're stuck on the third step by the time they get to the fourth one, they don't even remember there's nine steps So I say teach them the process first and then get them into that's what I'm going training is all about Okay, you got this down if you if you're using solos Okay, you got the bathroom and I would never teach a solo as a solo I would always team them up with another solo So they can spend the one full day on the bathroom and they can spend one full day on the kitchen And they can spend one full day on dusting Because you're not spending any more money. You're going to have them They're going to split that day, you know, it's if they're commissions or whatever if they're hourly I mean the solo gets a partner. They might like it for a couple of days But you got to give this first time practice But doesn't that go against what you said about how do you teach them the process if you have two people in there because they're not learning the Oh, no, no, no, no You have one person do like if you it's their first day and you're having them do bathrooms That that solo you just go in you come and say hey, I'm bringing a trainee And they clean the rest of the house and you teach that trainee the master bathroom Now I understand, okay You need a trainer and the trainer can't be that solo because they can't clean and watch at the same time And that's where most people go wrong Is they owners go? Oh We got a trainee today. We got three people instead of two. I'm going to give you 14 jobs And it's you should give them one because it takes so much longer to clean to train And if you do it right the first time you're done But I've been to offices where they gave us an extra job and I'm like, are you kidding me? You paid all this money to bring me in and now you want us to rush through these homes. Are you crazy? But you got a person and we've got homes to clean today. We need the revenue Exactly. I mean it's like that's penny wise and pound foolish. That's just stupid And they have sorry you guys No, that's good because I I've heard the argument that we can't afford to train people because We have You know a 300 turn over rate and it's just too much to train all those people whereas if They were investing in training they wouldn't have to train a fourth of the ones if you know spend more money and You know train fewer people and the same with generating the revenue just Back off roll a home do whatever you got to do And before you know it you'll have the extra capacity to clean all the homes you want It's going to cost you money to train and if it doesn't cost you money to train That's not a good thing because the more money you spend the more money it costs you to train the more After you are to train The more it cost you It's like when I went gambling the first time my dad said I hope you lose Because that means I won't want to go again You know I mean I've cost you a lot of money to train that's good because then you'll make sure you don't lose this person It will train right the next time. It's not cheap But not doing it is so much more expensive Which is taking me back to all these repeat clients that people are losing I mean, oh my god it cost you all that money to get them and you're losing them just because they miss something They miss something because you didn't train them right Sharon you mentioned earlier I have to say something tom. Okay before we move on don't don't forget what you're gonna say you won't forget, right? No, okay So there are a bunch of circle members on here And so I know that they're all going to be like blizz. I can't believe you're letting her say that and you're not speaking up so I do have to say That there is a new type of training So the type of training that you that you teach that we have all used forever Is the one two three training method where you One you go in and you you have them watch you the first step is they watch you And then the second step is you watch them and then the third step is they do it and then you check their work Right. It's typical one two three And there's a new training method out there that's just getting a little traction called the three to one Which is exactly the opposite Where you are spending a lot less money on training a lot less money So it's still going to cost you but it's not going to cost you as much So I do have to I just have to get that in there because I know everybody's gonna I don't know what you're talking about. I mean, I don't I don't clean and have people watch me clean That's never happened in my life. Okay. Oh my god. No, I tell everybody since today I've had this program list. I never my people back in my clean in my day No, we never clean we have them watch the videos and we get to the home And we watch them We would never clean why it's still the same. It's still the same. The first step is they watch someone clean Even if it's not you The first step is so what are you doing watching them clean? I didn't say me this I didn't say that this is what I'm doing How does your process work before you before you say wait a second? There's another system I have to hear about this system. So are you telling me that nobody they they'd never clean before in their life They go in and start cleaning So I'll tell you how it works. I'll try and give you the short version So what they do is they get a list before they ever come and work for you They get a list of and this is not what we're supposed to be talking about today But I'll try and do it fast They get a list of everything in a house that needs to be cleaned And then they rate themselves on how well they think they know how to clean this thing And they give themselves a rating of one two or three if they give themselves a rating of three They think I'm perfect. I already know how to clean this they give themselves a rating of one It's like I have no idea how to clean this two. I'll need some help on this. So before they ever Come to clean they rate themselves Then when you're bringing them in for training on the very first day You test them on everything that they said that they had a three on they said that I already know how to clean This thing and I don't need help With this and so they get they get tested on on these things that they give themselves a three If they really do know how to try how to clean these things what clean looks like what it's supposed to be Awesome, then they don't give them the one two three training instead They after the after the test they just teach them the process so that they follow the process Whatever your process is so like in in your case they would follow your process But you would have to give a lot less instruction because They already know how to clean They already know what clean looks like they already know how to get things clean without Without doing it the faster easier better way. They've got the aprons do it this way that way That speed it up the more professional way I think that's going to take longer Liz And I'll tell you why Why would you test them on this at the time of this? Why would you test them on the sink and test them on stuff when you're watching them do the process? Yeah, watch them to see whether or not they know how to do the sink. Why would you do it twice? You wouldn't so you only do the things remember in the beginning You're only testing them on the things that they give themselves a three rating on so they're cleaning a sink and you're watching them clean the sink As it was Didn't you come back and do the whole process and watch them clean the sink again? When do you teach in the process? No, that's what i'm telling you the second the second time so The you you teach there you go the second time. So why are you doing it twice? Yeah For the same reason that you do it three times But just one last so you don't teach them how to clean the sink You just teach them the process of that and you don't even have to be Again at a sink to teach them a process that could be a video or whatever so there's no It's the initial so here here's how here's the change The first thing is if they come in and they feel successful in the training and they feel like they already know some things They have a better attitude. They have an attitude of I'm I'm already worried. They already know how to clean some stuff now. Sometimes that can work against you right if they don't know what they're doing And you have people that think they're amazing and you're like no no no you're not you gave yourself a three and this is one So there's more to it than I can explain in this couple of minutes when this isn't even our topic But and how you bring them in is you you don't Retrain them on every single thing because they already know how to clean those things So you only have to talk about the process on things that they didn't get a high score on So you would give like basic processes like top the bottom back to front here are our tools or what you would call not tools Supplies here are supplies Yeah products and we'll teach you how to use our Stuff and we can teach you all of that in one setting So you're gonna have some people that'll give them a three across the board when you let them demonstrate They're not a three Those people don't work for you anymore. You just get rid of them if they think they're awesome They better be because they aren't right Okay I'm taking my session back. I'm taking my session back But I'm telling you right now I think that's a waste of time now. Listen to how mine works. Okay You hire this person If you want to you can send them home with the bathroom dusting kitchen video, whichever one you want to tonight. Okay Yeah, the new system has them watch a process video Yes, and what's the more important to me is the process than the procedure Because you get more calls for things that were missed completely than for things that they cleaned poorly Okay They missed the top of the refrigerator. They don't call and say they did a lousy job on the top of the refrigerator They go they missed the refrigerator. We get more We get more where they say they didn't clean it, but they really did clean it like Like they didn't even clean my bathroom. Yeah, lady. They did clean your bathroom But there's a hair Some areas, but you know what it was they probably cleaned the whole bathroom But because they didn't have a process they missed going behind something or they missed Something and that's process So I'm going to go back through you get more complaints for things that are missed Then things that are cleaned poorly because most cleaners do care about what they're doing So if they see it they clean it The problem is they never saw it in the first place Explain explain Sharon. I think this is important. You use the term process and you use the term procedure And I know those mean two different things. Can you explain the difference between them? Yes, process is what order you clean something in So funcially, how do you do it? Okay and stepping left to right top to bottom. That's process types Not necessarily the process is in the bathroom You start by taking out the rugs in the trash Okay, that's step one. That's the first process. The second process is long dusting The third process is vacuuming the fourth process is pre-treating the fifth process is scrubbing and rinsing the sixth process is shining everything Those are processes Top to bottom is really everybody thinks that's a Process it really isn't because you got top and bottom, but nobody talks about everything in between How do you make sure you don't just everything in between and nobody ever talks about that? Well, when you go from top to bottom, you're getting the stuff in between. How would you? Well, not top and bottom Stop to bottom and everything in between all the way to the bottom You would agree that you don't start your dusting at the floor and go up No, but lots of people start the dusting at the first piece of furniture in the room and not with the door That's true And you start with the door and the big steps in the bathroom Oh, I say the reason what they make me I do love what you said with the big thing. Pardon me I love what you said about most of the time when people If left to their own devices They go to the big thing. They go to the shower. They go to the toilet. They go to the sink They miss the picture frame entirely. They miss the door. They miss the door frame. They miss the baseboards They miss behind the door, right? You're right. They get the big stuff because they don't have a process Yeah, I get that And the process gets confusing if you don't break it into steps Because the only way you don't miss something when you're cleaning is to hug the wall I mean literally hug the wall and clean everything that's on that wall and don't pass and clean it Which means you have to have an apron so you have everything you need But it's hard to hug that wall when you're scrubbing Right because you don't scrub. You don't scrub a picture frame. You don't scrub a picture frame. You scrub a tub So that's why I broke it into steps So the scrubbing step is step five where you don't worry about what picture frames or anything You just scrubbing rinse everything so when you get to step six now you hug the wall It's like dusting you put on your apron. You don't need all that crap in your apron when you're scrubbing So it's another thing. You don't need towels in there. They'll just be wet before you get to the dry cycle You mean tools and products tools and crap So We've we've we've hit on process pretty good here procedure What's procedure? Procedure is where the owners come in is what tool do you want them to use what product do you want them to use? How do you want them to do that which should be in the manual? So if they need to read and what i'm saying is in the system that lis is using I wonder when they do introduce those products or your people Do do introduce those products and things like that when I send my people home with the video We also send them home with a pdf file that has your products next to what's in the video. So glass cleaner Here's a picture of your glass cleaner so Back and clear here's a picture of your back and cleaner so they can see everything so when they're watching the video They're already looking at what your products are so this when they get to the field They don't even have to show them the products. There's no product training here that That's a that's a great improvement. I love that. That's really good The whole thing is set up now where I mean you can stand so good So I wouldn't test them first because we're going to stand there and watch to see if they can't if they really caught the process So while we're standing there because they already know we don't have to teach a tool So we're standing there saying okay, what's your cheat sheet say like what's step three? And they follow that and so then we're going to see whether or not they know how to clean that sink Or do we have to teach them how to clean that sink? So you're not going to watch them No, we're watching them So as soon as they get done watching everything and they come to the office the next morning We quiz them on the bathroom to make sure they really didn't watch it Then we go out to the field and they go to the bathroom and if they don't know what to do They've now made their cheat sheet of the nine steps and if they don't know what to do we say well What's your cheat sheet say? Oh rugs and carpets so they gather the rugs and carpets and they put them outside the door and then they look at you and go Well, what's your cheat sheet say? So number two is oh Grab my vacuum cleaner. I mean grab my long duster and long dust So they can follow you so you never have to tell them what to do because you're not there to tell them that the second House and then the procedure is what tools they use and that's also in the video and they've learned it before they even get there So you watch them And you don't tell them anything like if they miss the light switch you don't tell them. Hey, you miss the light switch you ask them What did you miss? Yes, that's always been my policy too. That's how I do it. We are Quickly coming up against the top of the hour uh, share you've mentioned your training program a couple of times the one that uh, basically you licensed to ISSA residential If people want to see more about that can they find out about that on the ISSA residential website? Yeah, just go to the well just go to the education ISSA go to education Then go to residential Not this page Tom. This is the All messed up. Okay. You need to just go to the education page. It's on their dashboard I can do this And I'll say I think it'll say residential what's available in residential This is so such an unfriendly dashboard, but they're working on it. We all know that by january. This is supposed to be much better Okay, I'm I clicked on education. Maybe I just look when you click on education about a bunch of boxes should come up Oh We're here somewhere. It's really awesome. Call it up too and see Uh, maybe look over at No, that won't be it. I hope Erin's watching this right now Oh, so so Tom, maybe, um There's education in the right do the like the Click on the education. There you go. Now click on um Maybe online learning center. Yes online learning center. Yeah Then you should get boxes. Maybe. Yeah Process procedure training. This is it. There we go Yeah, and the one next to it is in spanish That's spaniel Yes Nice, I love that it's in spanish too. Yeah, right next to the professional house training program certification program That's a good program too. It's awesome. Those work together though. These programs do work really really well together I think Yes, they do. Yes, they do Yeah Is there anything else we we need to know before uh, we wrap our day up Other than pack your bags and go to las vegas Train train go to las vegas and train Train if you want to keep if you want to make it through the recession train your people So That's good advice It sounds like you're convinced that a recession is coming You know, maybe I think so I think so I know this morning. He was talking on squawk box that they think it's going to not really happen, but i'm not buying it I think it's here already We've been having this conversation for a year now This has been the the the most anticipated recession that hasn't happened yet. Yeah, but it bear wall may we might Yes, we might be there I think it we're done for today But Tom Recession or no recession if you want repeat clients you need to train your people. You need to train your people well regardless Period. Yeah, that doesn't matter. It doesn't matter. Full stop full stop. I like that. Thank you Thank you for joining us. It was fun and we had a little bit of uh disagreement there that always Makes it enjoyable. I knew that we could make it an hour without some of that It's always more fun with sharing like Right You got to bring your popcorn And you don't want clients anymore, but they said they saw me on your show and I was probably the only person Who did what I did with you Liz and she said I want that woman to be my coach That's right Yeah, it's definitely more fun So you guys have an awesome rest of your week. We'll be back next friday next friday, no wednesday, right next wednesday This day next week last wednesday before convention Do november 8th at five o'clock eastern. Yep. So until then everybody have a awesome rest of your week And we'll see you next week. Bye. Bye. See you in two weeks, Sharon